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Case Studies : Costs Down and Customer Satisfaction Up at Sedgemoor District Council

#contactcenterworld

District Council Transforms its Customer Service thanks to Enghouse Interactive Communications Center and Microsoft Skype for Business

Sedgemoor District Council is focused on driving operational efficiencies and in delivering higher-quality services to the public. In carrying out this objective, the council was becoming increasingly dissatisfied with its existing contact centre solution. It had effectively outgrown it. The solution was hooked into a primary analogue circuit PBX which was rapidly becoming obsolete. Added to that, the council had issues with the sound quality on calls which was inevitably starting to impact customer service. It needed a modern interface to support its unified communications approach and it wanted to ensure its whole platform was fully Skype compatible.

Since installing Enghouse Interactive Communications Center (EICC) in a Microsoft Skype for Business (SfB) environment, the council has transformed the way it interacts with the public. The reliability of the new system, which was up and running in two weeks means callers are quickly routed to the most appropriate agent, in turn enhancing their confidence in the council. By transitioning to a digital environment and adopting the highly efficient EICC solution, the council is able to process a higher volume of calls in the call centre. Callers benefit from a reduction in waiting times and from having their issues and queries resolved more quickly.

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Making the Move

Sedgemoor District Council was formed in 1974. Today, it includes 54 parish and town councils containing a mixture of small towns and rural villages, incorporating approximately 55,000 households. Like most regional authorities, it is focused on ‘doing more with less’ and effectively delivering the best possible customer experience and optimum level of service to its citizens. With this in mind, it recognised the need to bring its contact centre up to date with a modern interface to support its unified communications approach, remote working capability and a platform that was fully Skype compatible.

With concerns about its contact centre getting stronger all the time, the council put out a tender. It was looking for a more flexible, versatile solution that could integrate to a Skype for Business (SfB) capability, support remote working, provide improved access to the public to the council’s services and yet would still be cheaper to run than the council’s existing contact centre solution.

After reviewing several options, the council elected to deploy Enghouse Interactive Communications Center (EICC), in a Microsoft SfB environment, a modular, feature-rich solution for contact centre communications, enabling users to add functionality as requirements and budget allow.

According to Gareth Denslow, Sedgemoor District Council contact centre manager: "The main quality of EICC that impressed us from the beginning was that we could integrate it with SfB. We had just rolled out SfB out across the whole business so it was key that the chosen solution had this capability. In terms of the pitch, it came across clearly that the system was easy to use. That was key because we wanted our agents to enjoy using the solution and get up and running on it quickly. It was also important that the chosen solution was in some ways a like for like one. We wanted something that users would be familiar with but that nevertheless delivered all the quality that we were looking for and allowed us to bring on new functionality as and when we needed it."

Sedgemoor District Council was keen to get the system up and running quickly. Working with Enghouse Interactive and the in-house council team, unified communications specialist, Exactive rose to the challenge and carried out the implementation smoothly and efficiently on-premise and the whole process was completed within two weeks. All the main project milestones were hit, and go live followed hard on the heels of the installation itself. Prior to its work on the EICC implementation, Exactive had already installed SfB at Sedgemoor District Council and that familiarity and prior experience helped to streamline the rapid roll-out.

The implementation took place across two separate contact centres: the main council centre, which is responsible for dealing with enquiries from the public relating to a wide range of services including council tax, business rates; planning and building and environmental health; and also, a separate Homes in Sedgemoor facility. The latter is responsible for looking after council house stock and in total looks after nearly 4,200 properties on behalf of the council. Usage of the installed systems is shared across the two centres, and at peak times calls to Homes in Sedgemoor can overflow into the main council facility, reducing wait times for residents.

The ease of use of EICC coupled with the council’s eagerness to get started meant that the training process was brief and focused. A train the trainer approach was adopted. Since go live, the system has been working efficiently and support calls into the Enghouse Interactive and Exactive teams have been low. When support has been required, however, the response has been efficient and effective.

 

Reaping the Rewards

The new Enghouse Interactive EICC system has brought a raft of benefits to the council. The integration with Skype for Business helps deliver more collaborative working and drives efficiency and productivity between the contact centre and the whole organisation.

One of the most significant long-term advantages of the newly implemented solution is the ability to support flexible remote access. The new solution is in itself more resilient than the old. Sedgemoor are currently rolling out Windows 10 based laptops to all customer service agents and for the first time will allow agents the opportunity to work in a flexible virtual world and keep working, even if there is a power cut that impacts the main council facilities.

The switch to a less expensive digital approach and the use of the Session Initiation Protocol (SIP) to support voice over IP (VoIP) functionality helps reduce costs for the council and therefore enables it to increase the number of voice lines coming into the contact centre and increase customer delivery access.

According to Denslow: "this is key for us as it increases the confidence the public has in the service we provide. Callers increasingly know that we have a reliable phone system in place and that access is quick and easy. We believe that they are already becoming more satisfied in the way that their queries are being dealt with and we expect to see that trend continue over time."

Added to this, call volumes are up and thanks to the integration with Skype for Business, call times have been reduced as agents can route calls through to subject matter experts much more quickly than before. As an added benefit of the integration with SfB, SfB presence allows the agents to see who is available prior to call transfer reducing wait and waste in the overall process. The council has also been able to reduce licensing costs since installing the new system and call costs have dropped off as a result of the move from analogue ISDN to SIP provision.

In addition to EICC, the council also makes use of the Enghouse Interactive Quality Management Suite (QMS) which enables it to monitor calls and review reports to ensure that the quality of service provided is always at the highest possible level. As Denslow explains: "once again the big benefit for us is ease of use. The solution makes it easy to listen and review calls to ensure that the quality of service we are providing is satisfactory. Equally, as time has gone by, we have found the reporting function to be intuitive and very handy to have – especially when we get asked to provide data around call volumes and call types."

Looking ahead, the council has now rolled out web chat functionality on the EICC platform and integration on the corporate website, although it is not currently in active usage.

Denslow was impressed with the help Enghouse provided in implementing the capability. "Enghouse were very patient and flexible in the approach they took to implementing the product. We are confident that they will be equally helpful if they have any queries when it does go live."

Craig Wilkins, head of information systems at the council, highlights another way in which the system is likely to evolve in the future. "By 2018, we are looking at replacing our contact centre CRM system and implementing a new one across the entire organisation. When we do that, integration with EICC will add a range of additional capabilities including screen popping, email routing/SMS, thereby increasing the range of options available to contact centre agents and also the quality of service that can be delivered to the public. With the help of EICC, we are looking forward confidently to the future."

#contactcenterworld


About Enghouse Systems Limited:
Company LogoEnghouse Systems Limited is a leading global provider of enterprise software solutions serving a variety of vertical markets. Its strategy is to build a large diverse enterprise software company through strategic acquisitions and managed growth. Enghouse shares are listed on the Toronto Stock Exchange (TSX: ESL).
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Today's Tip of the Day - Headsets

Read today's tip or listen to it on podcast.

Published: Wednesday, May 30, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Analytics

Page: 12
1.) 
2Ring

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
(read more)

2.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

3.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

4.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time

5.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

6.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)

7.) 
Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)

8.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

9.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

10.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

11.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

12.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

13.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

14.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.

15.) 
Navedas

CSAT.AI
CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

16.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

17.) 
OpsTel Services

VIEW
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.

Features:

*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)

18.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

19.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

20.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
 
Page: 12

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